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Description

LiveChat is an online customer service software with live support, help desk software and web analytics capabilities. It was first launched in 2002[1] and since then it is developed and offered in SaaS (software as a service) business model by LiveChat Software.

Companies use LiveChat as a single point of contact to manage from one software all customer service and online sales activities that normally are provided using different channels (chat, email and social media) and multiple tools.[2] LiveChat is used by 13,000 paid customers from 140 countries.website chat widget - embedded on customer's website and seen by the end users (website visitors) as a small chat box, traditionally displayed in the bottom right corner of the web browser. Chat widget is visible on desktop and mobile devices, either in the browser or as a part of mobile application.
agent application - used by the company employees to respond to questions asked by the customers. Usually agents use the web-based application, which allows employees to log in and conduct a chat with website visitor using any browser. However, there are desktop applications available for Windows and Mac OS X and mobile apps for Android and iOS. BlackBerry and Windows Phone mobile apps used to exist in the past, but are no longer developed. Agent application is enhanced with user interface tools that make one-to-many communication quicker and more efficient. Examples of such tools include: canned responses, keyboard shortcuts, typing indicator with customer message sneak-peek, geolocation, tags system for categorization, etc.
There are two ways of having the online chat session between the agent and website visitor:

Passive communication, started when the website visitor clicks on the chat button or widget displayed on the page.
Active communication, initiated manually by the agent or automatically by LiveChat system as soon as the visitor meets the predefined criteria (i.e. searched keyword, time on website, encountered error, etc.).[5] Once the criteria are met, LiveChat displays chat invitation with a customized message.[6] During chat session agents close the sales, what results in increasing overall conversion rate.[7]
In areas unrelated directly to the product, LiveChat relies on 3rd party services. This includes Postmark for delivery of transactional emails,[8] Recurly for subscription billing[9] and Pingdom for performance monitoring and uptime tracking.[10]

Features[edit]
Apart from website chat, other core features include: real-time website traffic monitoring, built-in ticketing system and agents' efficiency analytics.

System identifies the best prospects visiting a website based on data gathered from the purchasing decisions of 65 million buyers.[5] Statistics section allows calculating the conversion from chat invitations into chat sessions and then into sales.[11]

LiveChat is available in 41 languages: Armenian, Azeri, Bulgarian, Catalan, Simplified Chinese, Traditional Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Icelandic, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian (bokmål), Norwegian (nynorsk), Polish, Portuguese, Brazilian Portuguese, Romanian, Russian, Serbian, Slovak, Slovene, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese.

Integrations[edit]
LiveChat is available for custom integrations over REST-based API.[12] It also offers over 50 integrations with other services and SaaS vendors for creating own ecosystem of applications:

Analytics: Google Analytics, Kissmetrics, Mixpanel, Woopra
Contact management: Talkdesk
Content management systems: Business Catalyst, Drupal, Joomla, Weebly, WordPress
Customer relationship management software: Highrise,[13] Salesforce.com, SugarCRM
Desktop sharing: LogMeIn Rescue
eCommerce platforms: Bigcommerce, Magento, PrestaShop, Shopify, WooCommerce, Zen Cart
Email marketing: Campaign Monitor, MailChimp
Files sharing: Dropbox
Help desk software: Desk.com, Zendesk[14][15]
Invoicing software: FreshBooks[16]
Social media: Facebook, TwitterIn the Fall 2015 Grid℠ report for live chat software published in August 2015 by business software review site G2 Crowd, LiveChat was called a High Performer of the industry. It also earned the highest overall satisfaction score among all listed companies.[17]

Later that year, Gartner-owned business software review site GetApp released its quarterly research, 2015 Q3 GetRank, including top cloud-based customer service applications. LiveChat has been listed 2nd in the research[18] and the report ‘Customer Success in the Cloud: Key Trends for 2015’ which highlights the most important trends in the customer management space to help choose the cloud-based CRM, Customer Service, or Call Center applications for businessAmong generally positive reviews, there are comments that emphasize the high cost o

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